Assistant Operations Manager, Front Office (The Laurus)

Job Summary:

You’ll play a key role in driving service excellence, maintaining operational efficiency, and supporting the Front Office Manager in achieving departmental goals and guest satisfaction.

Key Responsibilities:

• Support the daily operations of the Front Office, ensuring smooth and efficient service delivery.
• Supervise, guide, and motivate the front office team to maintain high service standards.
• Handle guest feedback, concerns, and service recovery promptly and professionally.
• Assist in planning staff schedules to ensure adequate coverage based on occupancy levels.
• Conduct daily briefings and ensure clear communication across shifts and teams.
• Monitor and ensure adherence to hotel policies, procedures, and grooming standards.
• Support training and on-the-job development of team members.
• Ensure accurate handling of guest check-ins, check-outs, reservations, and billing.
• Maintain proper documentation and ensure compliance with SOPs and audit requirements.
• Assist in VIP guest handling and ensure consistent guest recognition standards.
• Provide operational support and step in to assist team members during peak periods

Requirements:

• Diploma or Degree in Hospitality, Tourism, or related field.
• Minimum 3–5 years’ experience in Front Office operations, in a luxury or upscale hotel.
• Prior supervisory or team leadership experience preferred.
• Familiarity with Opera / Opera Cloud or similar hotel management systems.
• Strong organizational skills with attention to detail.
• Ability to work in a fast-paced environment and handle operational challenges effectively.